Landis+Gyr Service Desk Technician I in Bloomington, Minnesota

Service Desk Technician I

Tracking Code

20170176

Job Description

The primary job function for this position is to provide first line incident management support for internal and external customers using ITIL-based practices and procedures to provide best in class technical service support. This position has the potential of taking calls 100% of the day. This position serves as the entry point into the services organization. Primary responsibilties include incident management that will come from monitoring the Landis+Gyr devices and networks or directly from customer inquiries. This position is responsible for troubleshooting the incident and escalating to the correct personnel within Customer Operations. Additionally this role performs as the communication hub for Customer Operations. Notifications and updates on issues are provided by the service desk on a daily basis throughout each shift via the Shift Brief.

  • Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.

  • Troubleshooting and sustaining/improving managed service RF and IP network capabilities through the use of various monitoring tools and applications.

  • Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.

  • Each shift (day, swing, night) will be responsible for communicating the Shift Brief documentation.

  • Logs, accurately tracks and documents all incidents in call tracking database, CRM.

  • Escalates incidents in accordance with the service desk procedures.

  • Acts as communication nucleus for all of Customer Operations including after hours incident management responsibilities.

  • Maintains individual education plan with goals to achieve.

  • Represents Company in a positive, professional manner when working with both external and internal customers.

  • Supports and adheres to Company‚Äôs Code of Conduct and Ethics Policy.

    Performs other duties as assigned or required.

Required Skills

  • Personal Computer skills

  • Proficient with Microsoft Office Suite

  • Keyboard/typing skills

  • Ability to effectively communicate both verbally and in writing.

  • Write and execute SQL and Oracle queries

  • Data analysis

  • Technical troubleshooting

  • Self-motivated

Required Experience

Experience & Education:

  • Associate's degree (A.A.) in electronics, computer science, or related field.

  • Plus a minimum of 1-2 years experience in customer service, technical support in related field, or utility industry.

  • An equivalent combination of education and experience will also be acceptable.

  • Experience with the following software programs: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.

  • Experience with general PC hardware, communication devices, and/or networking.

  • RF experience desirable.

  • Ability to multi-task.

  • Effective interpersonal and communication skills.

  • Ability to work independently or with a team.

    EOE AA M/F/VET/Disability

Job Location

Bloomington, Minnesota, United States

Position Type

Full-Time/Regular